Kate works for a telephone billing service provider. She has to face a lot of irate callers.
Kate feels that the customer is angry with her and the organization.
Since Kate is aware that the customer is angry she should not wheedle out of the conversation.
Kate should not take everything the customer says personally.
Kate realizes she cannot address everything that her customer is demanding and hence needs to transfer the customer to another department.
Kate transfers the call directly.
Kate should not ask the customer to wait unnecessarily.
Kate should not make the customer wait before transferring the call.
Despite Kate's efforts, the customer is not pacified and resorts to abusive language.
Kate should patiently listen to everything the customer has to say.
Kate should not use abusive language.
Kate shouldn't put the customer on hold.
That's correct. Let's go ahead and help Kate with the call.
Not quite right. Let's try again.
That might not be so.
That's correct. Kate should acknowledge and apologize for any inconvenience caused to the customer.
That's correct. Kate should sympathize and empathize with the customer completely.
That's correct. Let's go ahead with helping Kate with the call.
That's correct. Let's go ahead and help Kate to transfer the call.
This is not the appropriate way to transfer a call.
That's correct. Before transferring the call, Kate should give a reason for the transfer.
That's correct. Before putting the customer on hold, Kate should ask the customer what he/she would prefer.
That's correct. Instead of making the customer wait Kate should explain her actions.
That's correct. Kate should be very firm but also very pleasant while explaining to the customer to control his/her language and not be abusive.
That's correct. Kate should let the customer know that profanities will not solve the issue.
That's correct. Kate should speak to the customer firmly and take control of the situation.
That's correct. Kate should take control of the situation. Calm the customer and then help him/her with the problem.
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Kate has just received a call from a very irate customer. Please help her handle the call effectively by telling her what needs to be done next.
Instead she should:
Kate should instead:
What transfer procedure should Kate follow?
The telephone etiquette's used directly reflects upon the image that the business portrays. What should have Kate done instead?
Instead of asking the customer to wait, Kate should:
Instead of making the customer wait and then transferring the call, Kate should:
Kate should now:
But then she should:
Instead, she should:
Understand that the customer is angry about the situation and not at her.
Realize that the customer is angry with her and the entire organization.
Come up with some kind of an excuse to wheedle out of the conversation.
Take everything that the customer says personally.
Just disconnect the call when she realizes that the customer is angry.
Acknowledge the customer's feelings and apologize for the inconvenience.
Not listen to the customer at all.
Sympathize and empathize with the customer.
Take the customer's hostility personally.
Understand that the customer is angry about the situtation and not at her.
Just disconnect the call.
Give a reason to the customer for the transfer.
Ask the customer to wait.
Make the customer wait and then transfer the call.
Just put the customer on hold and forget about the call.
Give a reason to the customer and then make the transfer.
Not bother to give any reasons to the customer.
Ask the customer whether he/she can wait or would he/she prefer a call back.
Not give any explanations to the customer.
Give an explanation of putting the customer on hold and then transfer.
Not bother about giving any explanations and transfer the call directly.
Speak with the customer in a firm but pleasant voice.
Just take everything the customer throws at her.
Lose her temper and be abusive too.
Put the customer on hold when he/she starts abusing.
Disconnect the call.
Let the customer know that he/she is being too abusive and hence she cannot help.
Should disconnect the call bluntly.
Let the customer know that he/she is being too abusive in a firm voice.
Just ignore the abusive language and carry on solving the problem.
Take control of the situation and be firm in her way of handling the call.
Put the customer on hold and then disconnect the call.
Handling an Irate Customer Call
Read the scenario carefully. Then select the appropriate option as per the situation.